Questions & Answers

Everything About MARK RYDEN

Find the essentials about ordering, payment, shipping, returns, and caring for your backpack.

1. Ordering & Stock

Question Answer
Is a backpack in stock if it is visible on the site? Yes, absolutely. We monitor inventory in real time, so everything available to order is ready to ship from our warehouse.
Can I collect the backpack in Munich? Not yet. We currently operate online only, but we plan to open a showroom so you can experience the products in person.
I received a faulty item. What now? Sorry about that! Please do not return the backpack yet. Email photos of the defect, a short description, and your order number to support@markrydeneurope.com so we can sort it out immediately.

Need specifics on delivery times, returns, or long-term care? Visit Payment & Delivery, read the Returns & Exchanges guide, or follow the Care Guide.

2. Payment

Question Answer
How can I pay? Pay with Credit Card, PayPal, Klarna, Google Pay, or Apple Pay. The full list is available in the Shipping & Payment section.

3. Shipping

Question Answer
When will you ship my order? Orders leave the warehouse within 24 hours of payment (or the next business day after weekends/holidays).
How long does delivery take? Standard delivery takes 1–3 business days.
Which carrier do you use? Will I get tracking? We ship with DHL and send a tracking link immediately after dispatch.
Can I request express shipping? Express is not standard, but email us or use the contact form—we will do everything possible to meet your deadline.
How much does shipping cost? Orders over €100 ship free. Otherwise, it is €5 within Germany and €10 within the EU.
I missed the delivery. What next? DHL usually drops the parcel at a nearby post office and notifies you. If it returns to us, re-shipping requires an additional fee.

4. Returns & Refunds

Question Answer
How do I return an item? You may return any item within 14 days of receipt. The return address and instructions are listed in the Returns section.
When will I receive my refund? Refunds are issued within 14 days after the package arrives back at our warehouse using the original payment method.
Can I exchange my item? Yes! Email support@markrydeneurope.com and we will arrange the swap.

5. Product Information

Question Answer
Where are MARK RYDEN products created? Concept and design come from our Luggage Design Studio in London, while testing and manufacturing take place in Guǎngdōng Shěng.
How do I care for my backpack? Use a damp cloth with a bit of neutral detergent, avoid bleach, radiators, or direct sun, and always let it air dry.
What is the warranty? Every backpack includes a 24-month warranty. Email photos of any issue to support so we can resolve it quickly.
Do you have a repair shop in Germany? Not yet, but we will help you remotely—send photos to support@markrydeneurope.com and we will guide you.